Researcher

TRAVEL COUNSELLORS

Make your mark and be the driving force behind customer focus and data-driven decision-making in this newly created Researcher role.

Bring your research and customer insight experience to Travel Counsellors and play a critical role in embedding customer, community, and market insights at the heart of strategic decision-making.

You will own and implement a robust research and insight strategy across five core audiences: Customers, Clients, Community, Suppliers, and Future Travel Counsellors (TCs).

Principle Accountabilities

This Researcher role involves a range of responsibilities, including:

• Develop and implement a research and insight strategy to support business growth and decision-making, including frameworks to assess opportunities based on demand and competition.
• Create a structured approach for capturing and using Voice of the Customer (VOC) data across touchpoints.
• Define processes for managing feedback from platforms like Trustpilot.
• Collect, analyse, and act on customer sentiment data and clearly present insights to senior stakeholders to support data-led decisions.
• Provide a holistic customer view using VOC, panel insights, research, and market data. Collaborate with internal teams to embed insights into marketing, product, and commercial strategies.
• Build customer segmentation models to enhance targeting and personalisation.
• Lead competitor analysis to highlight strengths, gaps, and opportunities. Deliver insights that inform strategic and commercial planning.
• Support commercial teams with insights to grow partnership revenue and guide pricing, packaging, and promotional decisions with robust data.
• Collaborate cross-functionally with marketing, VOC, digital, UX, analytics, and product teams to activate insights and optimise the customer journey.

Company Benefits

• Competitive salary + annual bonus
• Flexible hybrid working
• Career development opportunities
• 25 days holiday (increasing to 28 after 5 years)
• Enhanced Maternity/Paternity pay
• 1 day paid charity day
• Company events and incentives
• 3x salary death in service benefit
• Pension scheme
• Private Medical Insurance or Healthcare Cash Plan
• Free breakfast and beverages

Essential Skills

• Minimum 5 years of experience in research, customer insights, or customer experience roles, with a proven impact on business decisions.
• Skilled in designing and delivering research strategies using both qualitative and quantitative data sources.
• Experience conducting ethnographic research to uncover deep customer motivations, behaviours, and pain points.
• Proven ability to manage Voice of the Customer (VOC) programmes and integrate insights into strategic initiatives.
• Competent in competitor analysis and synthesising multi-source data for actionable insights.

Apply for this Researcher role today and play a key role in business decision-making.

About Us

At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do. For over 30 years, we’ve empowered 2,100+ independent travel agents worldwide, helping them build successful businesses while providing deeply personal, human connections with their customers. Supported by a talented team of over 400 people in our Support Offices, we create unique travel experiences that keep customers coming back. Named the Best Place to Work in Travel (2022) and ranked in the Sunday Times Best Places to Work (2023 & 2024), we’re expanding rapidly and looking for exceptional individuals to join our Head Office team.

Creating an Inclusive Environment

Travel Counsellors is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and do not discriminate based on race, gender, disability, or any protected characteristic. We provide accommodations for individuals with disabilities throughout the hiring process. We believe diverse perspectives strengthen our team and encourage all to apply.

For more information about this role – and others – at Travel Counsellors, please do not hesitate to contact the Talent Acquisition team at